Customer services leads to more money according to 2006 study led by Claes Fornell at the University of Michigan.
Feel in the mood for a fun survey? It makes sense when you consider how the brain mixes multiple intelligences to get reach finacial goals by way of customer service.
The University of Michigan study laid out key links between customer satisfaction – which suggests your firm uses interpersonal and intrapersonal intelligence well, and financial 
success – which suggests a high use of logical mathematical intelligence in operation where you work. Does that describe your organization?
To look closer at this relationship, researchers set up a hedge portfolio where stocks are purchased long and sold again short. The activity was related to selling according to changes in the American Customer Satisfaction Index. This instrument reported satisfaction through purchased from 200 companies in 40 industries, based on 65,000 American consumers yearly.
You guessed it – the firms with high customer service ratings scored far higher than those who leave customers on the phone lines, with unresolved issues, or a “we cannot help you…” appearance.
Stakes are high for those who have developed poor attitudes and habits toward those they serve. But for those who’d like to ratchet up the bottom line financially, it might be worth another look at how to combine new intelligences to improve what you do for customers.
What do you think?
Comment Preview